The development and implementation of IT/IS systems inherently requires a deep understanding of user requirements. However, experience shows that a key barrier to the success of an IT/IS system, is the manner by which it is adopted by end users. As such, this viewpoint article presents an overview of those typical enterprise IT user traits as experience by the author.
By outlining key benefits of such systems, the author presents a 6‐stage approach to benefits realization, known as the acronym, ASSIST. Practical implications – By applying such an approach, the management of business process change and delivery of IT/IS should be more achievable, by addressing the specific needs and expectations of different types of users, as identified in the text of the article.
Key IT/IS benefits are therefore a useful addition to existing project management and business analysis tools and techniques, that can be utilized by enterprise IT system delivery managers as well as senior IT/IS management.
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